SERVICE CULTURE AND CUSTOMER EXPERIENCE
Digital technologies, such as social, mobile, analytics and cloud, are changing the way our users and customers engage with IT support. At the next London and South East regional at Computacenter in Hatfield, we will discuss the challenges encountered with CX and how we extend the service culture to all areas of the business.
We hope you can join us.
1015-1115: Steve Rayner, Computacenter
1130-1230: Barclay Rae, Barclay Rae Consulting
1330-1415: Peter Mills, Arqiva
1430-1530: Ryan Cowie, Fujitsu
1530-1600: Daniel Breston
Steve Rayner: Computacenter – Group Services Innovation Director
How customer experience is key to enabling users
Digital technologies, such as social, mobile, analytics and cloud, are changing the way our users and customers engage with IT support. Steve Rayner, Computacenter’s Group Service Innovation Director, will share his experiences in changing the way that IT service management is delivered to drive a different service model; driven from customer experience to enable users and their businesses. Steve will share some of the challenges encountered and how these have been overcome, based on his extensive experience at driving innovation and challenging the status quo.
Barclay Rae: Barclay Rae Consulting
How do we measure CX (Customer Experience)?
This will be a mix of some thoughts on CX (what it is and isn’t, why it’s important and how we could quantify and measure key elements) with discussions and group feedback on practical ways to measure and identify if this is working.
Peter Mills: Principal Service Architect at Arqiva
With input from the speakers and audience based on Peter's experience.
Ryan Cowie: Deputy Service Director at Fujitsu
The role of the contract between customer and supplier
How do differing attitudes towards the contract impact the effectiveness of collaboration between parties and the maturity of the service, including the changing nature of contracts as a result of the emergence of trends such as SIAM and Hybrid IT. Collaborative approaches to risk management will also be explored.